Principal Assistant (Delivery/ Operational Support)

Experience:
•Resource planning and personnel management;
•Budgetary planning and management;
•Awareness of IT Service Management Framework / Methodologies such as ITIL;
•Preparation of statistical analysis and appropriate mechanisms to document and present the findings in an academic or comparable environment will be considered;
•Skills in Microsoft Office suite, including Word, Excel,PowerPoint, SharePoint and databases;

Support for NATO Service Operations Manager
Clearance Required: national Secret (e.g. SC) or NATO Secret.

Key: support, operations 
Useful: "Service Operations", "Service Management ", ITIL, analysis, EBA, SLA, Budget, "Resource planning", "personnel management", SharePoint, database, reporting
Possible alternatives: 
      
Education: 
*Vocational training at a high level in a relevant discipline or equivalent combination of qualifications and experience, with at least 8 years of relevant experience.

Duties:
• Provides direct staff-level support to the Service Operations Manager in relations to operational responsibilities;
• Responsible for consolidating EBA statistical reports and the tracking of submissions to align to expectations;
• Responsible for the centralized coordination and standardization of developed/ drafted Service Support Packages (SSPs) and different Service Level Agreements (SLAs) for NV2 owned services; 
• Resource planning alignment with the Head Programme and Planning Office (HPPO), Head Staff Management Office (HSMO) and Service Area Owners across the Service Line;
• Monitor the Service Area fund execution and prepare reports and statistical analysis for presentation to the Service Delivery Mangers, Service Operations Manager and Service Area Owner;
• Conduct, coordinate, evaluate and perform trend analysis for IT Service Management ( ITSM) records related to services/ systems under responsibility of NV2 staff;
• Monitor the SLA Fulfilment Rate(s) and/ or NV2 Project situation and prepare reports and statistical analysis on a weekly and monthly basis;
 Coordinate project related activities for Contractual Management (e.g. Raise Purchase Requests/ Material Request Forms in EBA, prepare Deviation Requests, Multi- Year Contract Authorities and Justifications for the Software and License Management Office etc.);
• Liaise and collaborate both internally to NCI Agency (e.g. Other Service Lines, Acquisition, Finance, CIS Sustainment Support Centre (CSSC), Software and Licenses Management Office, etc.) and externally with vendors in support of services delivery and systems support;   
• Coordinate with the Service Area Owners/Delivery Manager to ensure swift and efficient recruitment and contracting activity and to maintain SL manning status reports;
• Administration and delivery arrangements for technical and behavioural training for  SL  Project Focused personnel;
• Working with all Service Areas to ensure standardization and centralizing of information repositories to introduce leaner processes and efficiencies to the benefit of all;
• Act as Principal Administrative Point Of Contact (POC) within the Service Area for NICs, Military and IWC project focused personnel;
• Deputize for higher grade staff